IT Service Desk Support Engineer (L1)

Zenkins Technologies Pvt. Ltd.; Mumbai; On-site; INR 420,000 - 600,000; Full time

Job summary

Zenkins Technologies Pvt. Ltd. in Mumbai is seeking IT Service Desk Support Engineers to provide Level 1 support for a leading organization.

You will resolve day-to-day IT issues, assist remote users via Teams/LogMeIn, and ensure IT operations meet defined SLAs. The role involves acting as the first point of contact, logging incidents in Jira, and escalating complex issues to L2/L3 teams while maintaining strong communication with end-users and adhering to ISO guidelines.

Qualifications

• Bachelor's degree in IT/CS or equivalent
• 2-3 years in IT Service Desk / End User Support
• Windows OS (10/11) and common applications
• MS Office Suite and Outlook
• Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer)
• VPN & basic networking
• Excellent English communication (spoken & written)
• Customer-oriented with strong problem-solving skills
• Ability to work in rotational shifts (7 AM – 11 PM)
• Must be based in or willing to relocate to Mumbai

Responsibilities

• Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support)
• Provide L1 support including printing & scanning issues, VPN setup and basic connectivity
• Email configuration and troubleshooting
• Company-specific travel request application support
• Accurately log, track, and update incidents in Jira ticketing system
• Escalate unresolved issues to the client’s internal IT team (L2/L3)
• Ensure SLA compliance with defined response times (P1: 5 minutes; P2/P3: 15 minutes)
• Prepare and share daily and monthly reports on support activity
• Maintain professional communication with end-users (legal professionals, partners, staff)
• Adhere to ISO process guidelines and client compliance policies

Skills

English communication

Problem solving

Customer focus

Rotational shifts

Education

Bachelor's degree in IT/CS

Tools

Teams

LogMeIn

AnyDesk

TeamViewer

Jira

Job description

Experience:Minimum 2-3 years in IT Service Desk / End User Support

Position Type:Full-time, Onsite (Client Office)

About the Role

We are looking for skilledIT Service Desk Support Engineerswith excellent communication skills to provideLevel 1 supportfor a leading organization in Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs.

Key Responsibilities

• Act as thefirst point of contactfor IT-related issues (phone, Teams chat, email, remote support).
• ProvideL1 supportincluding:
• Printing & scanning issues.
• VPN setup and basic connectivity support.
• Email configuration and troubleshooting.
• Company-specific travel request application support.
• Accurately log, track, and update incidents inJira ticketing system.
• Escalate unresolved issues to the client’s internal IT team (L2/L3).
• Ensure SLA compliance:
• P1 tickets – respond within 5 minutes.
• P2/P3 tickets – respond within 15 minutes.
• Prepare and sharedaily and monthly reportson support activity.
• Maintain strong professional communication with end-users (legal professionals, partners, staff).
• Adhere toISO process guidelinesand client compliance policies.

Required Skills & Qualifications

• Education: Bachelor’s degree in IT/Computer Science or equivalent.
• Experience: Minimum 2-3 years in IT Service Desk / End User Support.
• Strong knowledge of:
• Windows OS (10/11) and common applications.
• MS Office Suite and Outlook.
• Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer).
• VPN & basic networking.
• Excellentcommunication skills in English(spoken & written).
• Customer-oriented with strong problem-solving skills.
• Ability to work in rotational shifts (7 AM – 11 PM).
• Must be based in or willing to relocate toMumbai.

What We Offer

• Opportunity to work with aleading organizationin a professional environment.
• Structured career path with exposure to enterprise-level IT service delivery.
• Supportive team culture with training and growth opportunities.